Naquita Grinstead, MS

Experience

• 

  Murray State University

  Sept 2004 - Aug 2009

   Oversaw and supervised residence advisors, desk supervisor, desk workers, night clerks, and ID checkers Evaluated and held accountable for desk operations, desk worker logs, residential college programming, facilities management, and discipline  Designed, developed, and implemented the residence advisor and desk operations administrative training Managed and established an environment which supported student learning  Maintained appropriate records related to job responsibilities and student behavior Show less

  • Residential Director

    May 2007 - Aug 2009

  • Residential College Security Supervisor

    Sept 2004 - Jun 2007
• 

  Humana

  Aug 2009 - now

   Led a staff of 10+ full-time and adjunct facilitation resources who supported training deliver for compliant driven lines of business including Medicare and Medicaid which led to the team exceeding Net Promoter Scores (NPSt) by 5.1% and ANOC NPSt Q4 target by 15.6% Partnered with data analysts to plan, schedule, and maintain training requests for learning facilitators. The results for 2022 led to the successful completion of 221 trainings that impacted 3,605 learners  Collaborated weekly with both internal and external business partners regarding Humana’s business strategy including training requests, class progression and curriculum design. Results led to improved learner engagement and training materials Utilized Business Intelligence data and reporting to analyze and provided feedback and coaching to learning facilitators to assess their performance which led to decreasing training attrition by 30% Created supporting materials to support and train communication updates to operational partners to ensure successful change management and adoption Show less  Facilitated training classes for billing and enrollment, pharmacy, benefits and authorizations, and medical claims as it relates to Medicare (Individual and Group), Medicaid and commercial line of business concerning member and provider calls. Demonstrated and utilized the systems: Mentor, CRM Service, CI/CAS, eBilling/PBS, and RxNova. Results led to successful classes and being a highly sought out facilitator Validated and provided successful feedback on curriculum enhancement initiatives that resulted in necessary updates Identified and analyzed learner’s areas of opportunities and developed a personalized course of action for success Applied Adult Learning Principles using a variety of methods and media to deliver technical content  Implemented teaching methods and adapted trainings to different culture environments to ensure successful subject retention and working relationships across the enterprise Show less  Accurately documented information and obtained proper forms to remain in compliance with the Centers for Medicare & Medicaid Services  Designed, developed, and implemented a training manual for two of the state and county codes processes  Responded to in-bound calls within the contact center from members and providers regarding plan limits and exclusions  Determined customer service issues of members and providers and resolved the issue according to the established Medicare guidelines and procedures  Navigated various systems (Mentor, GCP/CCP2, CI/CAS, eBilling/PBS, and RxNova) to explain member’s benefits, authorizations, enrollment, billing, and pharmacy inquiries Show less

  • Claims Processing Project Manager

    Feb 2023 - now

  • Learning Facilitation Manager

    Sept 2019 - Jan 2023

  • Learning Facilitator

    Oct 2011 - Sept 2019

  • Specialist

    Aug 2009 - Oct 2011